Good Morning Folks,
You all know that ServiceDesk Plus has notification rules and customizable templates to notify requesters, technicians, and other stake holders at various stages of the tickets. However, the flexibility to design and trigger a notification based on a combination of values in the request form will always drive contextual advantages in service delivery.
This week, the Script Master deals with sending custom notifications from ServiceDesk Plus when a criteria is met.In case you've missed the Script Master's post last week, head here.
Let's assume that a support group owner intends to notify a list of users through email whenever a ticket with high impact is created in the group. In order to achieve this contextually, using notification rules won't help the IT admin. Instead, a custom trigger with a customized email content can be used to notify the users.
Use this script to send custom notifications to users based on criteria-match. To send the notification, an SMTP account is used. This script comes with an XML configuration file where the SMTP account, the list of recipients, the sender's identity and the notification content are configured.
1.Copy the script and the configuration file into the custom script folder in the \Manageengine\ServiceDesk\integration directory.
2.As the script uses an SMTP account to send custom notifications from the application, set this up in the XML configuration file called sendemail.xml.
3.Configure the list of recipients, the sender's identity and the notification content in the configuration file without altering the script.
4. Configure the script under the Admin -> Custom Triggers. Provide the name of the XML file that contains the configuration as the first parameter to the script.Let the second parameter be the path of the Request JSON file.
Following is a screenshot showing a sample configuration:
Take a look at the below video for more information on configuring the XML file.
1. This script was tested on python v3.4.1 - 32 bit.
2. This script can be used in ServiceDesk Plus version 9039 or above.
To make the best use of this, take a look at the comments in the script and the XML file.
Trust you find this post useful. Try it and send your feedback to us as comments to this post. See you next Wednesday with another useful script.